A person that I usually do computer work for took their computer to Best Buy. The only reason that took it to Best Buy is that when they bought the computer from Best Buy they also bought the best buy service plan, so their repair is free.

This computer came with Windows 7. Best Buy is telling them that a Virus got on their computer and installed a fake version of Windows 7. Best Buy now says they have to reformat and can get programs back on their computer, but could only install windows Vista now windows 7.

Is there a virus that is going around doing this, if so what is the name of it? I figure with all the nags/warnings from windows 7. The person would realize something suspicious was going on,
Thanks for your help.

A person that I usually do computer work for took their computer to Best Buy. The only reason that took it to Best Buy is that when they bought the computer from Best Buy they also bought the best buy service plan, so their repair is free.

This computer came with Windows 7. Best Buy is telling them that a Virus got on their computer and installed a fake version of Windows 7. Best Buy now says they have to reformat and can get programs back on their computer, but could only install windows Vista now windows 7.

Is there a virus that is going around doing this, if so what is the name of it? I figure with all the nags/warnings from windows 7. The person would realize something suspicious was going on,
Thanks for your help.

BS, plain and simple.

Installing Vista Home Premium instead of Windows 7 Home Premium is a violation of the EULA; you don't get downgrade rights on OEM consumer versions. Some other problems with this statement:

Best buy typically sells HP. HP comes with a recovery partition. As a certified HP service center, the Geek Squad also has access to HP's library of OEM recovery media.

If the unit has a "fake" version of Windows, the OEM COA is more than sufficient to allow re-installation of Windows 7. Period, paragraph, end of story.

"Fake Windows" needs clarification. Fake generally means "counterfeit". This is different than "unactivated" or "failed Windows Genuine Validation". There are a host of things that can trigger reactivation, and it's not unheard of for automatic validation to fail. This does not necessarily mean the OS license is invalid.

+1 for "Best Buy" being the root cause of the issue.

Given that this is a typically loyal customer, I'd offer to contact Best Buy on their behalf to attempt to resolve the issue. Odds are you'd need to actually accompany your client to the Geek Squad counter and ask for specific details about their diagnosis. Wear your logo-emblazoned shirt (if you have one). If you get any guff, simply ask for the manager.

Trust me here: the good will this will generate from your client will pay huge dividends in the long run.

17 Replies

I've never heard of such a thing. Most likely the BB employee saw the malware messages stating that the machine was invalid, but this was most likely nothing but a ruse in the hopes of getting the user to visit some website and try to 'buy' their way into a fix.

Why could BB only put Vista on there? Was that what was on the COA on the machine? If it has a Windows 7 COA, I'd love to hear their reason for not installing that.

This is Best Buy's SOP to wipe and re-load and they care less about your data. If you read the fine print on the service contract it says that and they are not responsible. Plus I have heard the same thing from COUNTLESS people. BB techs are certified drive wipers.

A worthless place to get your computer worked on.

Just recently I had a co-worker's husband take their laptop in to fix the screen under warranty. They wiped his drive without letting you know, but really they did when you signed on the X and the screen is still yet to be fixed.

If you take your computer to them, make sure you have two working full images of your drive.

Sounds like BS to me. What OEM sticker is on the side of the case? What version of Windows was preinstalled on the machine? What virus would possibly go through all the trouble of installing an entire OS over an existing OS?

A person that I usually do computer work for took their computer to Best Buy. The only reason that took it to Best Buy is that when they bought the computer from Best Buy they also bought the best buy service plan, so their repair is free.

This computer came with Windows 7. Best Buy is telling them that a Virus got on their computer and installed a fake version of Windows 7. Best Buy now says they have to reformat and can get programs back on their computer, but could only install windows Vista now windows 7.

Is there a virus that is going around doing this, if so what is the name of it? I figure with all the nags/warnings from windows 7. The person would realize something suspicious was going on,
Thanks for your help.

BS, plain and simple.

Installing Vista Home Premium instead of Windows 7 Home Premium is a violation of the EULA; you don't get downgrade rights on OEM consumer versions. Some other problems with this statement:

Best buy typically sells HP. HP comes with a recovery partition. As a certified HP service center, the Geek Squad also has access to HP's library of OEM recovery media.

If the unit has a "fake" version of Windows, the OEM COA is more than sufficient to allow re-installation of Windows 7. Period, paragraph, end of story.

"Fake Windows" needs clarification. Fake generally means "counterfeit". This is different than "unactivated" or "failed Windows Genuine Validation". There are a host of things that can trigger reactivation, and it's not unheard of for automatic validation to fail. This does not necessarily mean the OS license is invalid.

+1 for "Best Buy" being the root cause of the issue.

Given that this is a typically loyal customer, I'd offer to contact Best Buy on their behalf to attempt to resolve the issue. Odds are you'd need to actually accompany your client to the Geek Squad counter and ask for specific details about their diagnosis. Wear your logo-emblazoned shirt (if you have one). If you get any guff, simply ask for the manager.

Trust me here: the good will this will generate from your client will pay huge dividends in the long run.

:O $299 just to have them walk through your door is cheap? I made a killing when I compared my pricing to Best Buy.

As for the virus....

I can't tell you how many times my users get confused between Windows 7 and Office 2007. They've used them interchangeably so often, that I've come very close to blowing up on a couple of them. Mainly because it made a lot more work for me a few times because of the wrong description in the body of the ticket request. I've heard Windows 2007, Office 7, 7, etc.. and you have no idea what they're referring to. This is probably why Apple likes to cater to the lowest common denominator(not saying everyone who has an Apple product is that), and names everything differently with cute kitty names.

My best guess is.... The Virus was a rogue. If you've been in this business any length of time, you've probably seen the "Windows XP Antivirus" rogues. I'm sure they have some Windows 7 ones out there, too. I think there was some confusion and someone, be it Best Buy or your friend, is saying that Windows 7 is fake. I know that I've routinely called a lot of these rogue malware "fake." It wouldn't surprise me that the Geek Squad member used the same word and it got lost in translation. Wouldn't be the first time. Definitely won't be the last.

To play devil's advocate for just a moment:

I'm not a Geek Squad fan by any means, but I find something amusing...

When someone posts on Spiceworks about a particular virus, what's the number one response as a solution? "Nuke it from orbit," "Re-image," "Wipe it," etc... That is, of course, best practice. What I find funny is that the Geek Squad offered to reformat, which would have been the same advice you would have gotten here. Granted, Best Buy probably would have messed it up somehow.... I still find it ironic. :p

The thing is that they are making up a fake virus that is a replica of Windows 7 thus necessitating the format and reinstall. If they could verify it was an actual virus I would probably have no issue as long as they backed up the data.

The thing is that they are making up a fake virus that is a replica of Windows 7 thus necessitating the format and reinstall. If they could verify it was an actual virus I would probably have no issue as long as they backed up the data.

My point is that my guess is that is not what Best Buy did. They probably told the person that the virus is a fake Windows 7 antivirus rogue(or something similar), but it got lost in translation. Ever have a message relayed to you by people who have no idea what they're talking about? I've literally been told, "The guy told me that my internet won't work until I format my RAM."

Again, it's just an educated guess. I've just seen something similar so many times....

Thanks for your answers. I spoke with the person who took their computer to Best Buy today, Best buy re-entered the key today and it say valid copy of windows 7. Best Buy tech said the must of mistyped the key wrong a few times. After Best Buy calling her a liar and made her call Microsoft. It was to here the Microsoft agent kind of slam Best Buy but he couldn't say much since contracts with Best Buy.

if this person could of just waited till I got off work to look at it most of this may have been avoided.

My point is that my guess is that is not what Best Buy did. They probably told the person that the virus is a fake Windows 7 antivirus rogue(or something similar), but it got lost in translation. Ever have a message relayed to you by people who have no idea what they're talking about? I've literally been told, "The guy told me that my internet won't work until I format my RAM."

Again, it's just an educated guess. I've just seen something similar so many times....

Happens all the time afeitguy. I thought that was SOP for a lot of issues Geek Squad techs encountered. I normally reformat and re-image due to the fact that my end users hose it up so bad it takes less time to do it this way.

I have often been tempted to tell a user that their machine is pooched because the ambifacient lunar wane shaft is causing side fumbling, which impacts the modial interaction of magneto reluctance and capacitive deractance.